Job Description:

Company Summary 

Crown Castle works around the country to build and maintain the infrastructure behind the world’s most revolutionary technologies. As the largest shared infrastructure provider in the United States, Crown Castle owns, operates and leases more than 40,000 cell towers, 80,000 small cells and over 80,000 route miles of fiber across every major US market. This nationwide portfolio of communications infrastructure connects cities and communities to essential data, technology and wireless service – bringing information, ideas and innovations to the people and businesses that need them. Crown Castle is a NYSE S&P 500 and Fortune 500 company and one of the largest Real Estate Investment Trusts in the United States with an enterprise value of approximately $85 billion.

Position Title:  Technical Analyst-SCFS - 4N             

Position Summary

The Technical Analyst will provide support in a 24x7x365 Network Operations Center that monitors, resolves, tests, and escalates Small Cell Network (SCN) distributed antenna systems (DAS), WiFi alarms, and security issues to ensure company compliance with customer requirements. You will ensure all SCN DAS and WiFi networks are meeting industry standards and meeting performance goals.

Essential Job Functions

• Serve as primary support for Small Cell Operations by managing internal and customer devices, performing analysis of alarms, and taking steps to restore service.


• Engage field operations and Tier 2 support for network equipment issues as needed.


• Respond to client requests and notify clients of network problems and business impacts


• Review planned and unplanned changes to network infrastructure.


• Monitor the Small Cell networks by using provided systems and tools to remotely access complex equipment and test/resolve alarms on these networks.


• Provide surveillance on 7x24 basis to observe and document alarms on networks and equipment


• Using provided tools to localize network problems to host or remote equipment


• Provide correlation of multiple alarm conditions or tickets to identify root cause trouble resolution.


• Monitor and perform testing of the WiFi systems, provide diagnostics for the network performance and interface with customer NOC center for feedback on customer issues.


• Use software and hardware tools to identify and diagnose network status and problems.


• Monitoring and control of after-hours for emergency fiber/cable locate process to escalate to field personnel as needed.


• Interface with field personnel to verify repairs, testing of alarm systems and documenting resolutions.


• Basic troubleshooting and configuration of data alarm connectivity designs.


• Provide first contact for large scale outages, lead outage calls, and provide feedback on outages for customers, contractors, technicians, and other involved employees.


• Configure and modify Small cell networks and nodes to Network Monitoring software.


• Maintain a working knowledge of all products, processes, and systems associated with the SCN and WiFi systems.

Education/Certifications

• Associates degree or equivalent technical training in electronics.

Experience/Minimum Requirements

• Three (3) to Five (5) years of customer service and/or service dispatch experience


• Telecommunication and wireless experience preferred

Other Skills/Abilities

• Knowledge of wireless telecommunications network management systems


• Excellent sense of personal accountability


• Excellent customer service skills with strong problem solving skills


• Proficient with Microsoft Office and the ability to learn specialized system tools


• Skilled at completing tickets for maintenance purpose


• Ability to multi-task in a fast paced environment


• Knowledge of wireless communications a plus


• Detail oriented with strong written and verbal skills


• Self-motivated with the ability to make critical decisions

Working Conditions:  Works in a normal office setting with no exposure to adverse environmental conditions.  Shift work including nights and weekends.  On-call environment.

Operations

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